Purpose
This role is integral to our service operations, ensuring that we uphold the highest standards of customer satisfaction through efficient after-sales service. The After-sales Technician Coordinator will lead and manage a team of skilled technicians, focusing on continuous improvement and operational excellence. You will work collaboratively across departments to ensure that all customer needs are met promptly and professionally.
Skills & Experience
At least 3 years of experience as an ICE or Electric bike technician and 2 years leading a team of technicians.
Technical Expertise:Knowledge in the repair and maintenance of internal combustion engine motorbikes or electric bikes.
Customer Relations:Expertise in maintaining strong customer relationships and handling customer inquiries effectively.
Problem Solving:Ability to identify issues and implement solutions promptly.
Operational Excellence:A commitment to improving processes and systems for optimal performance.
Effective Communication:Proficient in clear and comprehensive communication, using appropriate channels for varied audiences.
Developing Employee Development Plans:Experience in creating structured growth plans for technical staff.
Leadership:Proven leadership abilities, able to inspire and motivate teams.
Developing Employee Training Materials and Resources:Skilled in creating detailed training programs and resources. Aptitude for organizing regular training sessions to update skills.
Conflict Resolution:Ability to handle and resolve disputes fairly and objectively.
Managing Technicians' Performance:Capable of assessing and enhancing technician performance to ensure high customer satisfaction.
Creating Reports:Experience in compiling detailed reports on employee performance and identifying skills gaps.
Computer Skills:Proficient with Dynamics 365, spreadsheets, and Freshdesk.
Traits
Data-driven:Ability to leverage data for decision-making and improvements.
Kaizen Mindset:Continuous improvement mentality to enhance processes and outcomes.
Emotional Intelligence:Strong awareness and management of one's own emotions, and sensitivity to others.
Collaboration:A team player who effectively collaborates across all levels of the organisation.
Reliability:Consistently dependable in achieving objectives and commitments.
Duties & Responsibilities
As an After-sales Technician Coordinator, you will:
Lead the technician team to ensure top-notch after-sales service delivery.
Oversee employee training programs and develop training resources tailored to our technicians' needs.
Analyse performance metrics to identify areas for improvement and implement necessary changes.
Facilitate regular refresher courses to keep technicians updated on new technology and processes.
Monitor and manage the overall performance of technicians, ensuring alignment with quality standards.
Develop and execute employee development plans to nurture skill growth.
Coordinate with other departments to streamline service operations and enhance customer experience.
Prepare comprehensive reports on team performance, highlighting skills gaps and recommending solutions.
Maintain a high level of customer satisfaction through effective communication and resolution of service issues.
Embody a Kaizen mindset, fostering a culture of continuous improvement.
Education Background
Bachelor's degree/Higher Diploma in Mechanical/Electrical/Automotive Engineering.
Ways of Working
At Roam, we are guided by four core values: Drive, Dignity, Discovery, and Delivery. We approach every challenge with a relentless drive to excel, ensuring that our work consistently meets the highest standards. We treat each other with dignity, fostering a respectful and inclusive environment where every voice is heard. Through discovery, we continuously seek innovative solutions, while our commitment to delivery ensures we fulfil our promises efficiently and effectively.